Customer Service Sales Manager

CARLEE RICHARDS

**** * ********* ********* **** Akron, OH 44333 P: 330-***-**** **************.**@*****.***

Career Focus

Highly experienced, performance-based sales manager with the ability to effectively lead organizations to higher revenues and improved customer satisfaction

Summary of Skills

Sales Management

Call Center Leadership

Process Development

Project Management

CRM Systems Management

Reporting & Analysis

Weekly Payroll Management

Campaign Performance Tracking

Customer Satisfaction

Client Relations

Licensed Ohio Public Adjuster

Licensed Property & Casualty

Licensed Health & Life

Education

Business Management - Hiram College Hiram, OH

Business Management - Bohecker Business College Ravenna, OH

Professional Experience

Underwriter Associate II - March 2020-December 2020

Allstate Hudson, OH

Evaluates, makes decisions and processes policies based on Individual Risk Management Policy within the established production requirements. Answers basic inquiries on Individual Risk Management providing customer service and accurate risk decisioning. Assists in developing other teammates.

Suggests training opportunities for employees. Assists in the identifying process improvement opportunities. Responds to all customer inquiries promptly and professionally. Timely responses when following up on complex questions. Knowledge of Individual Risk Management policy for multiple lines, products for a region. Operates core process with minimal supervision. Fundamental principles of insurance and risk management. Knowledge of the center’s risk management operating systems and tools used to evaluate and process policies. Able to express that in communication to agents and other internal customers/clients. Able to transfer process and risk management knowledge to others.

Basic knowledge of regional rating plans. Basic knowledge of general policy and billing processes

Ability to adapt to change

Insurance Broker/Customer Service Representative - April 2019-June 2019

Pioneer Insurance Group, LLC - Ravenna, OH

Establish, maintain, enhance client relationships to resolve issues and retain customers. An outside sales broker, selling property, casualty, commercial lines, and other insurance products to provide superior customer service. Develop leads and schedule appointments. Answer questions related to coverage and annual charges. Obtain underwriting approval by completing application for coverage. Binding coverage for multiple carriers. Sales included Property, Casualty, Life, Health, Medicare and Medicaid. Responsible for quoting and writing personal and commercial insurance.

Outside Sales Insurance Agent - February 2018-April 2019

Rob Martin Allstate Insurance Agency - Warren, OH

Approach potential clients by phone, email, or in person. Develop base for long-term sources of clients by using referrals or groups. Determine the specific needs of clients by researching current coverage and providing options. Insurance Sales for Property and Casualty followed with account management and service requests.

Insurance Sales Manager- August 2017-February 2018

Allstate Insurance Agency Classic Auto Group Insurance - Mentor, OH

Oversees the day-to-day operations of multiple agency locations. Responsibilities include Implement programs to meet long-term & short-term agency goals. Identify, interview, hire, and maintain personnel files for licensed sales professionals Supervises staff in the agency on day-to-day activity. Prepare and manage marketing processes. Monitors loss ratio and retention trends and adjusts agency operations to address negative results. Submits reports for tracking sales ratios to sales referrals, repair orders, employee referrals, etc. Conduct staff education classes and complete all appointment paperwork, agency staff data tool, LSP backgrounds, etc. Identify required licensing timeline relative to education schedule. Licensing in both P&C (Personal Lines & Commercial) and Life/Health Expertise in the sales and service of all lines of business.

Insurance Sales Manager- August 2016 to

Allstate Insurance Agency Haasz Automall - Ravenna, OH

Oversees the day-to-day operations of multiple agency locations. Responsibilities includes; Implement programs to meet long & short term agency goals. Identify, interview, hire, and maintain personnel files for licensed sales professionals Supervises staff in the agency on day-to-day activity. Prepare and manage marketing processes. Monitors loss ratio and retention trends and adjusts agency operations to address negative results. Submits reports for tracking sales ratios to sales referrals, repair orders, employee referrals, etc. Conduct staff education classes and complete all appointment paperwork, agency staff data tool, LSP backgrounds, etc. Identify required licensing timeline relative to education schedule. Licensing in both P&C (Personal Lines & Commercial) and Life/Health Expertise in the sales and service of all lines of business.

Commercial Lines Account Manager February 2015 to July 2016

Leonard Insurance Services North Canton, OH

Responsible for providing sales support and customer service to a client’s portfolio. Process change requests & endorsements, proposals, policies and audits. Manage account information of policies, endorsements, and audits for accurate rating and comprehensive coverage. Manage and develop professional relationships with insurance carrier personnel and agency clients.

Comcast Business Class Signature Support Manager April 2013 to January 2014

S&P Data Cleveland, OH

Managed a team of 25 account managers with sales, goals, training/coaching. Lead and monitored activities of inbound sales representatives. Management, mentoring and team moral maintenance in a call center environment. Planned and executed sales results increasing conversion rates from 8% to 20%.

Retention/Value Consultant July 2009 to April 2013

Time Warner Cable Akron, OH

Responsible for retaining existing customers by promoting the features and benefits of cable services. Maintain superior knowledge of company competitors’ current pricing and promotional offers.

Optimized value for customers by identifying needs and providing recommendations through Solution Based Selling to retain existing customers.

Project Manager/Auditor/Administrator for Warranty Department August 2007 to September 2008

Amtrust North America Cleveland, OH

Designed and implemented a New Dealers Project for the call center by assigning, and delegating tasks to a team of XX representatives. Updated team weekly on progress of implementation process and conducted weekly team meetings. Responsibilities included checking audit paperwork against legal tax paperwork. Liaison for test audit program, providing and correcting test audit paperwork to the state regulatory agency

Customer Service/Trainer/Merchandiser October 2006 to July 2007

Verizon Wireless Streetsboro, OH

Resolved billing and service equipment issues. Presented information on products and service while consistently exceeding sales goals. Generated and presented reports on sales performance and compliance.

Office Manager January 2003 to September 2006

Kapp's Lawn Specialist Streetsboro, OH

Interviewed, hired and trained seasonal staff. Assisted over 4,000 customer accounts with

complaint resolution, billing and communications with corporate office. Managed 10-15 employees including customer service representatives, technicians, and sales staff.

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